Job Summary
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About the Role:
The Brand Performance Director plays a pivotal role in delivering exceptional guest experiences on board our ships. This position is responsible for defining and implementing onboard products that exceed guest expectations.
Key Responsibilities
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* Owns the entire guest experience, from product conception to implementation across the fleet.
* Defines product development specifics with involved departments, submits plans for approval, and sets execution timelines.
* Closely monitors the start-up phase to ensure timely and budget-efficient project executions.
* Serves as the point of contact for Onboard Hotel Directors regarding product-related issues.
* Provides feedback to the Hotel Operations Team, F&B, and Crew HR to ensure correct product delivery.
* Monitors assigned ship performances in terms of guest satisfaction and revenue.
* Creates brand guidelines, standard operational procedures, and KPIs for the entire fleet.
* Analyzes product delivery and onboard revenue results to optimize implementation across the fleet.
* Monitors guest satisfaction through comment forms, analytical systems, and dedicated surveys to identify opportunities for improvement.
* Liaises with teams on-board and ashore to facilitate continuous improvement and excellence.
* Audits and supports onboard execution of set standards during regular ship visits.
* Coordinates Mystery Shoppers audits and manages follow-up visits.
Requirements
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* Minimum 10 years of senior-level experience in the cruise industry.
* Prior corporate experience in the cruise industry or shoreside structures is highly desirable.
* Fluent English language proficiency; knowledge of another language is an advantage.
* Graduation from a Hotel Management School is advantageous.
* Good command of Microsoft Office Package.
* Experience in budgeting and presenting projects at executive level.
* Ability to manage remote teams.
* Capacity to manage multiple projects simultaneously.
* Excellent communication skills in multicultural environments.
* Ability to travel up to 30% of the time.